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How the Local Government Ombudsman met a 37% budget cut and thrived.

by Lynne Campbell | Posted in Complaints management solutions | 16 November 2016
How the Local Government Ombudsman met a 37% budget cut and thrived.

A budget cut of 37%, an increase in caseload and falling staff numbers. This is the perfect storm the Local Government Ombudsman (LGO) in England faced in 2013/2014.

A radical business transformation project, which combined significant culture change with simplified, streamlined ways of working, was the answer.

Productivity has increased by 29.7%. Cost per case, already one of the lowest in the sector, has been further reduced. Performance targets are being exceeded and quality standards improved.

A key part of the organisational revamp was updating their case management system to match and support their redesigned business processes.

LGO uses a Workpro case management system from Computer Application Services (CAS) Ltd to manage all complaints and enquiries. Workpro is used throughout the organisation, from frontline staff in the intake team, to caseworkers in the assessment and investigation teams.

A significant element of project success was the partnership approach taken, which led to the successful adaptation of the LGO Workpro system:

“Our business is looking into complaints and the vast majority of LGO’s staff rely on an effective case management system every day, if not every hour. CAS have supported us to make our system as straightforward and simple to use as it can be, yet flexible enough to adapt to our changing business needs. We feel that this partnership approach has been an essential component in helping us to manage a successful change programme in very challenging circumstances.”, comments Nigel Ellis, Executive Director of Operations at the Local Government Ombudsman

For more information on this project, read the full case study: click here.

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